Quick Tips for Securing your CCaaS Solution

Following a rapid increase in demand for cloud-based technology and remote work, the value of Contact Centre as a Service solutions is skyrocketing. By 2027, the cloud-based contact centre market is set to reach a value of $56.37 billion.

Customer expectations are increasing, with modern consumers expecting more than ever from the brands they work with. Not only do your customers expect faster, more efficient customer service, but they want to be able to communicate with your company through multiple channels -whenever they choose. CCaaS offers an excellent way to respond to this rise in demand, with an agile, flexible, and scalable approach to contact centre technology.

The only problem? Any connection maintained through the internet has security issues to consider. While the cloud-based environments offered by vendors today are much more secure, compliant, and intelligent than they once were, companies still need to be equipped to handle the security issues that come with a flexible, cloud-based contact centre.

The Issue of Security with CCaaS Adoption

Contact Centre as a Service solutions offer a host of benefits to employees, and the overall customer experience. Yet, like all internet-connected technologies, CCaaS has its vulnerabilities. If you’re moving into the CCaaS landscape to enable a remote or hybrid workforce, or you’re simply trying to stay ahead of an agile ever-changing marketplace, you need the right security strategy.

Crucially, securing your CCaaS solution doesn’t just mean protecting your own business data – it also means you can better defend your customers too. Choosing a secure CCaaS solution ensures you can:

• Stay compliant: You don’t have to be in a highly regulated industry like finance, education, or healthcare to value compliance in the contact centre. Most contact centres need to be GDPR or PCI compliant as-standard. If you’re not compliant, you could fast costly ramifications.
• Reduce vulnerabilities: CCaaS systems can be vulnerable to attack, particularly in an environment where criminals are targeting digital consumers and companies. Cybercriminals will attempt to attack through everything from customer devices to unsecure connections. The right technology will help to protect your data.
• Protect your reputation: Customers want to engage with companies that can offer them the best possible experience. It’s hard to provide a great experience to a customer when you’re putting their data at risk. Not only does lost PII cost up to $180 per stolen record, but it can prevent other people from wanting to work with you.

So, what are the risks you need to be aware of when you’re deploying your CCaaS strategy?

1. Fraudulent Calls

This is a problem in any contact centre, but it’s something you should be particularly cautious about when upgrading to new CCaaS technology. Over a third of organisations say 1 in 10 contact centre calls is fraudulent. If you’re moving into a new CCaaS environment, the best thing you can do is make sure you’re taking steps to protect yourself from fraud.

Today’s CCaaS vendors can offer a number of tools to help you out with the fight against fraud. For instance, you might use biometric data scanning to record customer voice prints and use this information when you want to identify a client. Biometrics are much more secure than a standard username or password. You can also find CCaaS companies which offer AI tools and systems to help scan and prevent fraudulent calls.

2. Insider Threats

In any contact centre environment, your employees pose a significant intentional and unintentional risk. In a new environment, where employees are getting used to concepts like remote work and hybrid collaboration, it’s easy for them to make mistakes. Something as simple as clicking on the wrong email can damage your entire workforce. Unfortunately, around one in three employees is likely to fall victim to a phishing scam these days.

Some CCaaS solutions can help to protect against Insider Threats like errors and negligence, by implementing integrated tools that check for ransomware and phishing when employees are managing communications. However, to ensure the highest level of protection, you’ll still need to ensure you’re training your team members to take security seriously.

3. Account and Device Management

In the world of cloud-based contact centres, you won’t always have someone on-hand to watch over your team members and make sure they’re using information safely. The best thing you can do in this case, is adopt a zero-trust approach to defending your data. Find a CCaaS provider who can offer a remote device and account management portal for you and your team. This will help you to ensure the wrong people don’t have access to sensitive information.

A CCaaS solution with an extensive account and device management platform will also allow you to do things like rolling out new technology from a distance when your employees are working remotely, and even remotely wiping devices which might end up lost or stolen.

Taking a cautious approach to access and account management also means you’re more likely to be compliant with security and privacy standards in your industry.

4. Lack of Secure Connections

In the world of cloud-based contact centres, you won’t always have someone on-hand to watch over your team members and make sure they’re using information safely. The best thing you can do in this case, is adopt a zero-trust approach to defending your data. Find a CCaaS provider who can offer a remote device and account management portal for you and your team. This will help you to ensure the wrong people don’t have access to sensitive information.

A CCaaS solution with an extensive account and device management platform will also allow you to do things like rolling out new technology from a distance when your employees are working remotely, and even remotely wiping devices which might end up lost or stolen.

Taking a cautious approach to access and account management also means you’re more likely to be compliant with security and privacy standards in your industry.

5. Poor Policies

Finally, sometimes the most significant threats to security and safety in a CCaaS environment are the simplest. If you don’t have the right policies in place to guide your team members through what they need to do when something goes wrong with your security standing, then you won’t be able to stop the issue from getting out of control.

Teach your team how to recognise the common signs of a cyber attack criminals might be using and provide them with guidelines on what they should do if they do face an issue with security. You should always have a series of polices in place for how your staff members should respond to a breach or a security issue, and who they should contact.

Remember, working with the right CCaaS vendor will keep your security issues to a minimum. Let us help you find you the right CCaaS offering for peace of mind.